Talkdesk

SEPTEMBER 8, 2020

Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

3CLogic

SEPTEMBER 28, 2022

As healthcare providers look for ways to improve patient experiences in the post-pandemic era, giving high-quality healthcare support services is a top priority for providers. One of the best ways providers are increasing positive care and service outcomes while streamlining operations is by embracing digital transformation.

contact center solutions 52

contact center solutions Cloud contact Healthcare Contact Center 52

Call Experts

FEBRUARY 19, 2020

Self-Service Tools. The more customers respond to your self-service tools, the fewer people hours you have to fulfill. Also, self-service tools like portals and live chat often have metrics and dashboards built for your company to understand the experience. Key 2020 Trends: Cloud Contact Centers.

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

USAN

OCTOBER 5, 2021

Despite the disadvantages, an overwhelming majority of organizations still lean on reactive customer service models, rather than proactive service models. In fact, research from Gartner suggests that a mere 13% of customers receive proactive service. It’s impossible to train for every challenge faced by contact center agents.

Contact Center 52

Contact Center APIs Healthcare Cloud contact 52

Fonolo

JUNE 27, 2019

Open enrollment is one of the busiest and most stressful times of the year for healthcare insurance providers and consumers alike. In fact, many healthcare insurers start planning for open enrollment the minute the last season has come to a close. They are bound to have questions for call center agents. That’s easy.

Call Center 57

Call Center Healthcare Self service First call resolution 57

Fonolo

AUGUST 21, 2019

contact center seats. How can your call center improve customer interactions during the most important time of year for consumers’ healthcare choices? We provide four ways you can get your healthcare call center into gear before Open Enrollment. Optimize Your Self-Service Channels.

Healthcare 84

Healthcare Call Center Enterprise Self service 84

Talkdesk

MARCH 24, 2021

Contact centers are mostly a human-to-human experience. There is an opportunity to revolutionize insurance and reinvent how carriers and brokers service their policyholders. 4 tips for instant policyholder service. to a digital environment also requires better contact center integration.

Automotive 53

Automotive Contact Center contact center solutions Cloud contact 53

CSM Magazine

AUGUST 18, 2022

DevOps teams can now speed up and validate Amazon Connect cloud contact center migrations with comprehensive end-to-end WebRTC testing capabilities from Hammer. John D’Anna concluded: Amazon Connect has become one of AWS’s fastest growing services to date.

Interactive Voice Response 10

Interactive Voice Response Contact Center Self service Healthcare 10

SharpenCX

JANUARY 3, 2022

Contact centers have a bleak history of high turnover rates and maintain a reputation for being soul-killing environments to work in. So, it’s no surprise that agent retention has always been a challenge for customer service management. During these peak seasons, call center agents often struggle to deal with these high volumes.

Contact Center 128

Contact Center Call Center Healthcare Cloud contact 128

Serenova

JULY 21, 2020

Customer Engagement in the Contact Center. In parallel, contact centers have never played a more essential role in engaging with customers and making sure service, support and customer experiences are entirely effective and positive. Quality, Flexibility and Reliability When It Matters.

Contact Center 90

Contact Center Analytics Technical Support Healthcare 90

NobelBiz

JULY 25, 2023

Christian Montes, Executive Vice President of Client Operations @NobelBiz The Multifaceted Channels of Interaction In a contact center, customer interactions unfold across a myriad of channels, each holding a unique treasure trove of insights.

Analytics 98

Analytics Call Center Scripts Contact center software 98

Serenova

JULY 21, 2020

Customer Engagement in the Contact Center. In parallel, contact centers have never played a more essential role in engaging with customers and making sure service, support and customer experiences are entirely effective and positive. Quality, Flexibility and Reliability When It Matters.

Contact Center 52

Contact Center Analytics Technical Support Healthcare 52

3CLogic

OCTOBER 19, 2021

Many agents are operating in a fully remote contact center , and customers are also working from home using their own devices and networks, meaning they’re facing more complicated issues than ever before. The same survey also reveals that 51% of contact centers are using legacy technology that just doesn’t meet their needs anymore.

contact center solutions 52

contact center solutions Contact Center Self service Healthcare 52